Bad Service

Due to circumstances, I requested a payment arrangement from Nedbank for my credit card at the beginning of Dec 2018. I got a reply from a H. Lekone on 04.12.2018 stating that they we had to finalise the agreement. On 09.01.2019 I sent another mail to find out if the payment arrangement was effective. I did not receive any reply. I sent another mail to the same person on 15.01.2019, still no reply. I received a mail from Nedbank on same day stating my credit card is now in arrears and that I have to make payment. I sent another mail this morning and guess what? Still no reply. This is pathetic.